Open to opportunities

Sneha John

@snehajohn

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Motivated Customer Associate transitioning to Operations and Risk Management.

India

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What I'm looking for

I am seeking a role that challenges me and allows for growth in operations and risk management.

I am a motivated and detail-oriented Customer Associate with a strong desire to transition into the Operations and Risk Management domain. My experience has equipped me with outstanding problem-solving and communication skills, enabling me to provide exceptional support and service to enhance client satisfaction. I thrive in high-pressure environments and am committed to delivering feasible solutions that meet client needs.

In my previous roles, I have successfully handled customer queries across various channels, boosted customer satisfaction by implementing proactive follow-up strategies, and developed efficient customer service policies. My tenure at HDFC Bank allowed me to leverage CRM software to manage over 500 customer inquiries monthly, significantly improving response times. Additionally, my experience as a Risk Assurance Associate at PWC SDC has provided me with a solid foundation in auditing and compliance, further enhancing my capabilities in risk management.

Experience

Work history, roles, and key accomplishments

Customer Associate

Headout

Nov 2024 - Mar 2025 (4 months)

Handled inbound and outbound customer queries via a variety of channels, including chats, calls, emails, and social media. Addressed consumer enquiries and resolved problems by working efficiently with internal departments. Boosted customer satisfaction by 10% through proactive follow-up on enquiries and issues.

Zendesk Customer Service Communication Problem Solving Ticketing Systems Customer Satisfaction Client Management

Customer Support Executive

HDFC Bank

May 2023 - May 2024 (1 year)

Worked in Retail Branch Banking overlooking the Service to Sales department. Developed detailed customer service policies and processes to improve efficiency and customer experience. Leveraged CRM software to track and manage over 500+ customer inquiries monthly, leading to a 30% improvement in response time.

CRM Software Customer Service Foreign Exchange Communication Policy Development Service Delivery

Risk Assurance Associate

PWC SDC

Mar 2021 - Sep 2021 (6 months)

Audited the Financial and General IT controls of the projects assigned. Monitored the evidence that has been submitted and made sure it complied with the risk compliance requirements. Implemented quality control processes to ensure customer service requirements were met and surpassed.

Auditing Financial Control Quality Control

Intern

KRG Strategy Consultants Pvt Ltd

Mar 2020 - Jun 2020 (3 months)

Examined the macro- and microeconomic aspects of the edible oil sector as well as the growing influence of COVID-19 on the sector. Conducted Qualitative and Quantitative Analysis on the Company based on the data collected. Researched the Revenue drivers and the Cost drivers of the financial models.

Market Analysis Quantitative Analysis Financial Modeling Research Data Analysis Report Preparation

Education

Degrees, certifications, and relevant coursework

CHRIST UNIVERSITY

MBA, Lean Operations and Systems

Studied Lean Operations and Systems at Christ University in Bangalore. Focused on improving efficiency and systems within organizations.

CSI COLLEGE OF ENGINEERING

B.E, Electronics and Communications

Completed a Bachelor of Engineering in Electronics and Communications. Gained foundational knowledge in electronic systems and communication technologies.